BFC Customer Support Executive

Location: Stokenchurch

 

Purpose

To support the sales team in order for them to deliver excellent customer support to all BFC customers in all aspects and ensure that they see BFC as easy to deal with. This includes processing customer orders, responding to customer requests effectively, supporting the sales team, liaising with other parts of the business and to be pro-active in ensuring the business exceeds the expectations of customers, ensuring BFC remains their supplier of choice

Key Responsibilities

Inbound Sales

  • Answer inbound calls and emails and deal with general customer enquiries and day-to-day orders
  • Load sales orders and customer forecasts/schedules on to the BFC ERP (Enterprise Resource Planning) system
  • Manage Inbound orders from overnight and long lead time suppliers
  • Manage outbound shipping dates to customers and co-ordinate with the warehouse team
  • Ensure customers are set up correctly and help maintain up-to-date information on the system
  • Ensure customers receive outstanding support where all their expectations and requirements are met

Customer Support

  • Support the sales team and manage workload throughout the department
  • Follow-up all quotations and input feedback into BFC ERP system
  • To manage and maintain customer future order books identify potential issues
  • Liaise with the warehouse team to help co-ordinate shipments
  • Respond to customer returns and other ad hoc requests

Sales Team Support

  • Work with the sales team and with colleagues in other departments to improve processes
  • Support the team in managing BFC’s Vendor Managed Inventory customers
  • Managing Call Off Orders to ensure contract timeline and dispatch / liaise with Sales team
  • Produce standard, regular and ad hoc reports that support the Sales team
  • Ensure the smooth flow and use of customer facing electronic ordering systems

Other Key Responsibilities

  • Maintain confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure (complying with GDPR regulations)
  • To support the business in other aspects and areas as and when required
  • Ensure a high standard of housekeeping, cleanliness and tidiness across the organisation. To remain vigilant in the prevention of accidents and to minimise waste in line with the company’s environmental and sustainability policies

Skills and Profile Required

  • Possesses administrative experience, ideally in a sales environment, answering inbound calls and emails and deal with general customer enquiries and day-to-day orders (Essential)
  • Ensure customers are set up correctly and help maintain up-to-date information on the system (Essential)
  • Ensure customers receive outstanding support, where all their expectations and requirements are met (Essential)
  • Ability to work to a basic level in Excel (Essential)
  • Good interpersonal and communication skills, with a keen eye for detail (Essential)
  • Ability to work well both independently and in a team and demonstrates initiative and problem-solving skills (Essential)
  • Strong organisational and planning skills (Essential)
  • Good command of the English language, both written and spoken (Essential)
  • Product knowledge in Fasteners (Desirable)

Benefits

  • 23 days holiday (plus UK bank holiday, rising to 25 days holiday after five years’ service)
  • Holiday Buying Scheme (giving the individual the opportunity to buy an additional five days’ holiday) – after probationary period
  • Life Insurance
  • Annual bonus (should the business hit agreed targets) – after probationary period
  • Health Cash Plan Scheme (after one years’ service) including:
    • Dental
    • Optical
    • Health and Wellbeing and health screening
    • Combined Physiotherapy
    • Chiropody
    • Employee Perks Portal
    • Optional cover for family
  • Employee Assistance Programme – after probationary period
  • Free flu vaccinations
  • On-site training
  • Excellent career progression opportunities
  • Ad-hoc employee functions including annual Summer Social (usually held in June each year)
  • Charitable fundraising opportunities
  • Free car parking

Additional job details:

  • Application deadline 12:00 noon, 14th February 2024 – could close earlier if the right candidate found
  • Hours – 38.50 hours per week (08:30-17:00 hours (Monday to Thursday, 08:30-15:50 hours (Friday), with an unpaid break of 30 minutes)
  • This is an office-based role – no hybrid working
  • Testing will be part of the interview process where we are likely to have two interviews – Teams or face-to-face / Face-to-Face and testing
  • CVs should be sent to HR@tibbettsgroup.com / mark.southam@tibbettsgroup.com
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